Customer Care & Services Manager
London

About the Role

Great time to join this growing market leader who is seeking to appoint an experienced Complaints Service Manager. This is a growing business with ambitions to challenge the current status quo of the market.  This opening comes at an exciting stage of the business’s development and offers a fantastic opportunity to be part of a team hungry to make a difference. This is a fast-paced organisation with entrepreneurship at its core. 

Areas of responsibility:

  • Accountable for establishing and managing the end to end process governance, controls, monitoring and reporting of all Ombudsman and other related complaints within the organisation
  • Responsible for establishing and implementing improved controls, monitoring, tracking processes and reporting.
  • Ensure that key department processes are regularly analysed and reported, enabling any gaps or process failures to be identified, interrogated and improved to avoid further failure and cost.
  • Measure and help drive improvement to key service processes, such as expression of dissatisfaction and customer complaint escalations ensuring that adherence and compliance targets are being met.
  • Support and Manage Complaint Team Managers in the identification of complex complaints and any necessary routes to improvement in resolution.
  • Responsible for the management, monitoring, tracking and analysis behind all complaints, delivering effective feedback mechanisms into the business and improvement strategies and action plans.

Experience and Skills Required:

  • Experience of a large, regulated Contact Centre Complaints mangement team
  • A proven leader who can execute operational best practice to achieve service excellence
  • Experience of managing Team Leaders and their team of complaints / customer care executives in a contact centre environment - Circa 50 FTE
  • Experience of working closely with a complaint Ombudsman
  • Ability to design, implement and manage robust and measurable feedback mechanisms
  • Customer focused leader with personal strengths of analysis, monitoring and tracking.
  • Drive, enthusiasm and energy for improving process and procedures.
  • Proven ownership and accountability for core complaint KPI’s

The successful person into this role will have extensive Complaints experience from within a large, multi-disciplined, Call and Contact Centre estate and will have previous experience of working within a regulated organisation.

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